[Remote] Customer Support Specialist - Remote

Note: The job is a remote job and is open to candidates in USA. Pure Hockey is the largest retailer of hockey equipment in the U.S., and they are seeking a Customer Support Specialist to join their dynamic customer service team. The role involves serving as a key liaison between the company and its customers, resolving inquiries, and maintaining a high level of customer satisfaction.ResponsibilitiesRespond to customer inquiries promptly and professionally via phone, email, and live chatResolve product or service issues by clarifying the customer’s complaint, determining the cause, and finding the best solutionProcess orders, returns, exchanges, and warranty claims accurately and efficientlyMaintain deep knowledge of our products, promotions, and policies to assist customers effectivelyDocument all customer interactions in our CRM system and escalate issues when necessaryCollaborate with internal teams (e.g., shipping, inventory, e-commerce) to ensure timely resolution of issuesStrive to exceed customer expectations and contribute to customer loyalty and retentionIdentify trends in customer feedback and report them to help improve products and servicesSkills2+ years of experience in customer service or support roleExperience with multi-line telephones, online ticketing systems, email management systems, live chat, and personal computers is a plusAdvanced sense of integrity and commitment to customer satisfactionDemonstrated passion for excellence with respect to treating and caring for customersStrong phone, verbal & written communication skills along with active listeningPleasant, patient, and friendly attitudeA passion for hockey or sporting goods is a plus but not requiredBenefitsMedical, Dental, Vision & Disability InsuranceLife and Long-Term Disability InsuranceFlexible Spending Plan401(k) with matchPaid Time OffPaid HolidaysParental LeaveEmployee DiscountCompany OverviewPure Hockey is the largest hockey retailer in the U.S. It was founded in 1994, and is headquartered in Holliston, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://www.purehockey.com/.